File a Complaint – We’re Listening at U Matter Care

If something is wrong, unfair, unsafe, or upsetting with your NDIS support—let us know. All complaints are welcome and taken seriously. We treat your voice with respect, confidentiality, and zero retaliation.

Speak up—Your rights • 100% confidential • No retaliation • Easy process • Complaint support always available

How to Make a Complaint

  1. Tell us directly:
  2. Fill the online complaint form:
    Make a Complaint Online
  3. Contact the NDIS Commission:
    Online: NDIS Make a Complaint
    Phone: 1800 035 544 (free & interpreter available)
You can complain anonymously if you wish. Your complaint can be about anything: unsafe practice, staff behaviour, poor quality, discrimination, privacy, communication, or anything else.

Our Complaint Process—What Happens Next?

  • We acknowledge your complaint within 1 business day[1].
  • We assess, record, and contact you within 2 business days.
  • We aim to resolve all complaints within 21 business days (most sooner)—if it's complex, you’ll get regular updates[1][4].
  • We explain what will happen, and you stay informed at every stage.
  • All complaints are managed fairly, with respect, procedural fairness, and natural justice[3][4].
  • No decision about your complaint is made without your input.
No person will ever be punished or disadvantaged for making a complaint or providing feedback. We support you with advocacy, adjust your support as needed, and apologise if we’ve done wrong. Solutions might include changes to service, a refund, apologies, retraining staff, or referral to another provider[4].

Your Complaint Rights & Easy Access

  • Anyone can make a complaint—even family, friends, advocates, or your representative
  • Easy, accessible, and anonymous options (online, phone, Easy Read, different languages, interpreters)
  • Support staff trained to help make, receive, and resolve complaints[3][5]
  • All complaints and outcomes are recorded for quality and reviewed to improve our services every year[2][3]
  • You can bring an advocate, carer, or family member with you—let us know your needs.

Principles of Complaint Management

  • Respectful—Your needs, values, culture, and preferences are always honoured
  • Outcome-focused—We aim for genuine solutions and improved service for you
  • Accessible—Contact us any way you wish, with or without your name
  • Accountable—We document, review, and explain every step and outcome[3][5]
  • Continuous improvement—Every complaint shapes future staff training and policy[3]

Complaint FAQs

If I make a complaint, will my service be affected?
No. It is against NDIS law and our values to penalize, threaten, or treat you differently for making a complaint. If you are concerned, you can request anonymous handling.
Can I get help from an advocate?
Yes. You can have an independent advocate, friend, carer, or family member support you. We can help you find free advocacy services as well.
What if the complaint is about a manager or CEO?
We have an escalation pathway where someone independent of the complaint will handle it. If needed, complaints may be referred externally for investigation.
Are my details confidential?
Absolutely. Your information is protected under our Privacy Policy and NDIS legislation. Only necessary staff are informed to resolve your complaint.
Will I be updated?
Yes, you will be kept informed at every major step or decision. If you want, you can get regular updates either by email, SMS, phone, or letter.
What improvements are made after complaints?
We regularly review complaint outcomes to change our policies, staff training, and approach—so everyone benefits and the service improves for all[3].
Make a Complaint—Easy & Supported
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